ITIL Problem Manager (LATAM) – Technology Infrastructure

synnex· TDCR Tech Data Costa Rica
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📍 Bogota, Colombia📍 Mexico City, Mexico📍 San Jose, Costa RicaFull time

About this role

Job Summary

TD SYNNEX is seeking an experienced ITIL Problem Manager to lead Problem Management activities across the Americas region, driving service stability, operational excellence, and continuous improvement initiatives.

This role is responsible for identifying recurring issues, conducting root cause analysis, driving remediation plans, managing major incidents when required, and partnering with technical teams to prevent service disruptions. The ideal candidate combines strong ITIL expertise, enterprise infrastructure knowledge, analytical skills, and the ability to communicate complex technical topics to both technical and executive audiences.

Reporting directly to the regional leadership team, this position plays a critical role in improving service reliability and ensuring accountability across infrastructure, applications, and support organizations.

Key Responsibilities

ITIL Problem Management

  • Own the end-to-end Problem Management process across the Americas region.
  • Identify recurring incidents and service disruptions through proactive trend analysis.
  • Lead Root Cause Analysis (RCA) activities and facilitate problem review meetings.
  • Drive corrective and preventive actions to eliminate recurring issues.
  • Ensure problem records, actions, and remediation plans are accurately tracked and completed.
  • Measure and report on Problem Management KPIs and service improvement initiatives.

Major Incident Management Support

  • Lead and coordinate Major Incident response activities when required.
  • Facilitate technical bridges and stakeholder communications during critical incidents.
  • Ensure timely resolution and escalation of high-priority service disruptions.
  • Conduct post-incident reviews and document lessons learned.

Service Improvement & Analytics

  • Analyze incident and request data to identify service trends and systemic issues.
  • Develop operational and executive-level reporting using Power BI and ITSM tools.
  • Present findings, risks, and recommendations to leadership teams.
  • Drive Continual Service Improvement (CSI) initiatives aligned with ITIL best practices.

Cross-Functional Collaboration

  • Partner with Infrastructure, Network, Security, Application, Service Desk, and Operations teams.
  • Track accountability and follow-up actions across multiple technical groups.
  • Support governance activities and ensure adherence to Problem Management standards.

Required Qualifications

Experience

  • 5+ years of experience in:

    • ITIL Problem Management
    • Major Incident Management
    • IT Service Management (ITSM)
    • IT Operations
    • Infrastructure Support

  • Demonstrated experience leading Root Cause Analysis investigations.

  • Experience managing enterprise-wide incidents and service improvement programs.

  • Experience operating within large global or multinational environments.

Technical Knowledge

Strong understanding of:

  • ITIL Framework
  • Problem Management
  • Incident Management
  • Major Incident Management
  • Root Cause Analysis (RCA)
  • Change Management processes
  • Enterprise Infrastructure environments
    • Networks
    • Firewalls
    • Databases
    • Application Servers
    • Cloud Services

Experience with:

  • EasyVista or similar ITSM platforms
  • SharePoint
  • Power BI
  • Service reporting and analytics
  • KPI and trend analysis

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

  • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
  • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
  • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
  • Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
  • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
  • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

Frequently Asked Questions

Is the salary disclosed for the ITIL Problem Manager (LATAM) – Technology Infrastructure position at synnex?
The salary for this ITIL Problem Manager (LATAM) – Technology Infrastructure role at synnex is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the ITIL Problem Manager (LATAM) – Technology Infrastructure position at synnex located?
This ITIL Problem Manager (LATAM) – Technology Infrastructure role at synnex is based in Bogota, Colombia, Mexico City, Mexico, San Jose, Costa Rica. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the ITIL Problem Manager (LATAM) – Technology Infrastructure role at synnex full-time or part-time?
This is listed as a Full time position. It is posted as a ITIL Problem Manager (LATAM) – Technology Infrastructure role in the TDCR Tech Data Costa Rica department at synnex.
Which team or department does the ITIL Problem Manager (LATAM) – Technology Infrastructure at synnex belong to?
This ITIL Problem Manager (LATAM) – Technology Infrastructure position is part of the TDCR Tech Data Costa Rica department at synnex. See the full job description for more information about the team structure and responsibilities.
How do I apply for the ITIL Problem Manager (LATAM) – Technology Infrastructure position at synnex?
Click the "Apply Now" button on this page. You will be redirected to synnex's official application portal hosted on workday where you can submit your application directly.
When was the ITIL Problem Manager (LATAM) – Technology Infrastructure job at synnex posted?
This ITIL Problem Manager (LATAM) – Technology Infrastructure position at synnex was posted on Jul 6, 2026. Apply as soon as possible — early applications are often reviewed first.
ITIL Problem Manager (LATAM) – Technology Infrastructure
synnex
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